Abstract

A study with title "customer service delivery" A key to sustainable patronage and market share in new generation banks in Abia state was carried using three banks, Diamond Bank Pie. Zenith Bank Pie and Oceanic Bank Pie. as a case studies. Data were collected using structured questionnaires for customer and bank staff, interviews and also from the published books statement of banks. The sampling method used are the controlled random sampling techniques and purposive sample the data collection. Findings show that the new generation banks employed qualified and experienced staff who are graduates in their various fields. Apart from the traditional banking services which includes account holding, these banks provides loan facilities, fund transfer, cash pick-up services, financial advices, business financing, internet banking environment, provides incentives such as scholarship to the customers, save and win promo, travelling tickets, drinking water and cups for customers. They also entertained their customers with good banking environment, music, television, envelops, bags, newspapers and magazines during banking. Customers regarded the attitude of the bankers as friendly and liked their banks mostly due to their friendly approach, reliability and on-line service delivery. The excellent customer service delivery resulted in the patronage and market share of new generation banks. Based on findings, the recommendations for this study are: the management should educate their staff on the application of customer service delivery, reengineering thee banking operations through I.T. solution e.g. on-line withdrawal, 2 hours A TM services and availability of network facilities, remove hidden charge from customers account and keep alerting the customers on any debit made regarding to their account.